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Quicklizard

Technical Support Engineer Tier 2

Quicklizard Petah Tikva, Center District, Israel

Technology, Information and Internet · 51-200 employees

3 h ago
support-engineer Mid (2-5 yrs) Full-time Israel
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About the role

The role involves serving as the primary point of contact for Tier-1 technical support, triaging issues, and investigating root causes through cross-departmental collaboration. Additionally, the engineer will define internal workflows, create documentation, and provide product education to ensure customer success.

What they look for

Technical Support Zendesk SFTP API Integration Python Troubleshooting Debugging Root Cause Analysis Customer Success Documentation Process Improvement Communication Problem Solving SaaS Product Operations

Requirements

Candidates must have at least 2 years of experience in a customer-facing technical support role and possess strong troubleshooting skills with Zendesk, API integrations, and Python. Excellent communication skills and a proactive, problem-solving mindset are essential for this high-pressure environment.

Full description

We are a young, dynamic hi-tech company seeking a passionate, resilient, and proactive Technical Support Engineer to join our growing team.

In this role, you will become an expert in the inner workings of our platform and take responsibility for Tier-1 support, cross-team investigations, and customer success enablement. You will work closely with Product, Engineering, and Business teams to ensure a smooth client experience, providing guidance, issue resolution, proactive support, and intiatiives to improve the team's performance

This is a demanding and fast-paced role ideal for someone who thrives under pressure, has deep empathy for users, and is excited about solving problems and helping others succeed.

Responsibilities

  • Serve as the first point of contact for Tier-1 technical support, handling and triaging issues through Zendesk and collaborating as needed across departments.
  • Investigate root causes, debug issues, and coordinate escalations with engineering and product teams.
  • Guide customers through platform features, API integrations, and SFTP connections.
  • Help define and improve internal workflows by creating documentation, process diagrams, and training materials.
  • Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution.
  • Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams.
  • Provide product education and support to clients, helping them understand platform functionality.
  • Being on call for urgent issues as part of a regular rotation.

Requirements

Minimum Requirements

  • 2+ years experience in a customer-facing technical support or technical account management role
  • Fluent English, excellent written and verbal communication skills.
  • Demonstrated ability to work independently in high-pressure and high-volume environments.
  • Technical troubleshooting skills with experience in
  • Zendesk
  • SFTP
  • API integration
  • Basic Python
  • Strong problem-solving skills and ability to identify and explain technical issues clearly to both technical and non-technical audiences.
  • Hardworking, deeply dedicated, and proactive mindset with a bias for action.

Nice to Have (Advantages)

  • Experience with Ruby, AWS Athena (SQL), or Airflow.
  • Prior exposure to customized, high-touch platforms in a SaaS or startup setting.
  • Familiarity with product operations or process design.
  • Comfort leading initiatives for team training, process change, and documentation creation.

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